Cool Ideas Good ISP but non-existent support.

The router they have provided has been locking up for a while now, I raised this previously and they just say "update firmware" the latest device firmware is from 2017 how can I update this since its already being used and they clearly do not check this. Then on the case they do not even mention they want to setup a call and just call from some random number which most will not answer due to the potential of telemarketers. I call back into the support desk and they say the case owner will contact me in a few mins, I get nothing back for 1.5 hours and now support is closed...Its pathetic support considering the router is theirs and they likely have the capacity to swap this out considering the device is old and clearly doesn't support recent firmware. Its so sad they they have such a high ISP rating but non-existant support